What are the responsibilities and job description for the Incident Management Specialist position at Leidos?
Description
The Digital Modernization Sector at Leidos is seeking a dedicated Incident Management Specialist to lead and enhance the incident management process from initial evaluation through to resolution. As an Incident Management Specialist, you will document all incidents, analyze trends, and develop strategies to mitigate similar issues in the future. You will be at the forefront of managing technical support teams, establishing effective procedures for incident resolution, and crafting innovative solutions to improve service delivery.
Key Responsibilities :
- Analyze and report on incident trend data to identify and eliminate root causes of recurrent issues.
- Proactively initiate actions to prevent potential service interruptions identified during system analysis.
- Produce detailed statistics and reports to manage and resolve repeat incidents across the organization.
- Assist in diagnosing faults, determining the relationship between new incidents and existing problems.
- Facilitate and coordinate technical meetings to drive incident resolution.
- Lead postmortem investigations into high-impact incidents to foster continuous improvement.
- Govern root cause analysis between technical teams to enhance accountability and learning.
- Create and contribute to knowledge articles to aid in future incident management efforts.
- Record, classify, and prioritize incidents and take immediate action to restore service.
- Assign incidents to the appropriate Tier 2 Support Group for escalation.
- Maintain updated incident ticket statuses and document troubleshooting and restoration steps.
- Monitor incident queues to ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Verify incident resolutions with users and update records accordingly.
- Escalate Major Incidents to relevant Tier 2 or 3 Support Groups promptly.
- Serve as the primary point of contact for all Major Incidents, ensuring comprehensive management throughout their lifecycle.
Requirements :
Original Posting Date : 2025-02-10
This job requisition will remain open for at least 3 days with an anticipated closing date no earlier than 3 days after the original posting date.
Pay Range : Pay Range $67,600.00 - $122,200.00
The Leidos pay range for this job level is a general guideline only and does not guarantee compensation or salary. Factors considered in extending an offer include responsibilities, education, experience, knowledge, skills, and abilities, along with internal equity and market alignment.
Salary : $67,600 - $122,200
